Helpdesk Inventory Integration
Manage returns/exchanges, create return pickings and replacement deliveries from support tickets
The Helpdesk Stock module supports return/exchange processes from tickets, allowing selection of appropriate products, creating return pickings and replacement deliveries directly from support tickets.
When combined with Helpdesk Stock Account, the system automatically filters products when creating credit notes and adjusts refund quantities based on actual delivery/receipt logic, ensuring the return/exchange warehouse process is seamlessly connected with accounting refunds.
Key Features
Key points
• Suggest appropriate products based on sales orders and completed deliveries
• Create return pickings from tickets with wizard
• Create replacement deliveries for substitute products
• Track all warehouse documents related to tickets
• Automatically filter products when creating credit notes from tickets
• Adjust refund quantities based on actual delivery/receipt logic
• Notify picking status changes in ticket chatter
Requirements and Configuration
This module requires helpdesk_sale and stock to be installed. The helpdesk_stock_account module will auto-install when both helpdesk_stock and helpdesk_account are present.
Steps
1. Go to Helpdesk → Configuration → Helpdesk Teams
2. Select the team to configure
3. Scroll down to After-Sales section
4. Check Returns to enable return functionality
5. Click Save to save configuration
Product Suggestions
The system automatically calculates the list of processable products based on:
Key points
• Customer sales orders (Sale Orders)
• Completed deliveries (Done Pickings)
• Products already delivered to customer
Return Management
From tickets, you can open the return wizard to create return pickings:
Steps
1. Open warranty/return ticket
2. Click Return button to open return wizard
3. Select appropriate sale order / picking
4. Select products and quantities to return
5. Click Create Return to create return picking
6. Return picking automatically links back to ticket
Replacement Delivery Management
From tickets, you can create replacement deliveries to send substitute products to customers:
Steps
1. Open ticket requiring replacement
2. Click Replacement Delivery button
3. Select replacement product
4. Fill in quantity and delivery information
5. Click Create to create replacement delivery
6. Track delivery status from ticket
Standard Return/Exchange Process
Steps
1. Agent opens warranty/return ticket from customer
2. Select products to process from suggested list
3. Create return picking if need to retrieve defective product
4. Create replacement delivery if need to send substitute product
5. Track done/cancel status of warehouse documents
6. Create credit note if refund needed (automatically filters products)
Tracking on Ticket
Tickets display metrics and information related to inventory:
Key points
• Return Pickings count — Display quantity and status
• Replacement Deliveries count — Track substitute deliveries
• Chatter notifications — When picking status changes, ticket chatter receives notification
• Direct links — Click count to view picking details
Accounting Integration (Stock Account)
The helpdesk_stock_account module connects return/exchange warehouse processes with accounting refunds:
Key points
• When creating credit notes from tickets with returns, system filters correct products
• Adjusts refund quantities based on actual delivery/receipt logic
• Sales document/invoice domain filtered by product_id on ticket
• Refund wizard customizes refund lines to avoid incorrect quantities
Refund Process with Stock Account
Steps
1. Process return on ticket (create return picking)
2. Open credit note creation function from ticket
3. Select appropriate document (already filtered by product)
4. Check refund line quantities
5. Create credit note
6. System automatically adjusts quantities based on return picking
Operational Tips
Key points
• Only process on pickings with completed original delivery (Done status)
• Check serial/lot if product has tracking to ensure correct product
• Note return reason clearly in ticket for tracking
• Ticket should have clear product before creating refund
• Carefully check invoice lines with multiple products to avoid mistakes
• Configure appropriate operation types for returns and replacements
Common Issues
Common issues when using inventory integration:
Issue và Cause & Solution
| Issue | Cause & Solution |
|---|---|
| Cannot see appropriate picking | Customer on ticket incorrect, no corresponding done picking, or product does not match filter |
| Cannot create replacement | Missing warehouse permissions or operation type configuration not appropriate |
| Credit note wrong quantity | Ticket does not have clear product or invoice line has multiple products |
| Return picking not linked | Created picking manually instead of through wizard from ticket |
Terminology Reference
| Fields | Trường dữ liệu | Description |
|---|---|---|
| Return Picking | Return Picking | |
| Replacement Delivery | Replacement Delivery | |
| Credit Note | Credit Note / Refund | |
| Stock Account | Inventory Accounting | |
| Serial/Lot | Serial Number / Lot | |
| Operation Type | Warehouse Operation Type |